FAQ
Frequently Asked Questions
Check our most frequently asked questions here
General Information
Storage
Temperature and time are key — the colder it is, the longer the best-by date. All brews are prepared fresh and flat upon delivery. Best-by dates depend entirely on how they're stored after delivery, since they are raw, living products that keep fermenting on their own.
Guidelines on storing raw Kombucha and Milk Kefir
- Store cold at 2°C — food safety guidelines recommend fridges set to 2–4°C.
- Gas build-up can occur rapidly if stored above 2–4°C (shown by distended caps).
- Do not store in a wine chiller/wine room — these run ~10–15°C and cause rapid gas build-up.
- Low pH keeps kombucha and kefir safe to consume even when fizzy — the organic acids create an environment unsuitable for harmful bacteria and mould.
- If gassy or caps are distended: chill until very cold, then open with care at the sink (enclose in a plastic bag to be safe). Don't shake before opening.
Kombucha: up to 3 days at room temp (non-chia) · up to 1 week at 8–10°C · up to 2 weeks at 5–7°C · up to 6 weeks at 2–4°C (ideal). Freezing extends shelf life by months (may lighten in colour; nutrition unaffected).
Do not open chia-seed kombuchas with distended caps — without covering with a waterproof bag as they will spray. Even then, they are safe to consume.
Milk Kefir: stable 10–12 hours at room temp (chill ASAP) · up to 4 days at 8–10°C · up to 2 weeks at 5–7°C · up to 6 weeks at 2–4°C (ideal). Freezing extends shelf life by a few months but changes texture from thick to thin (blend to smoothen; nutrition/probiotics unaffected).
Natural Skin Care
Our skincare is made in small batches with natural preservatives (like fermentation bacteria, e.g. Lactobacillus). We don't encourage use beyond 12 months after purchase — check product containers/pages for specific use-by details.
Detox Reactions / Candida
Candida Die-Off Effects
If your gut health isn't optimal, starting kombucha or milk kefir may trigger "Candida Die-Off" (a Herxheimer reaction) — yeast cells die rapidly and release metabolic by-products, causing temporary symptoms. Severity varies by person; if symptoms are strong, reduce your serving.
Possible symptoms
- Nausea, headache, fatigue, dizziness
- Swollen glands, bloating, gas
- Constipation or diarrhea (most common)
- Joint or muscle pain, chills
- Itchiness, hives, rashes, sweating, skin breakouts
- Recurring yeast/vaginal/prostate/sinus infections
Coping with die-off
- Reduce your daily intake and increase water intake to flush toxins faster.
- then continue daily consumption to help the body accustom and rebalance over time.
- If symptoms don't ease within a week of daily use, stop — you may be intolerant to compounds in fermented products (e.g. milk proteins, distinct from lactose intolerance).
Information provided is not intended to treat or diagnose medical conditions. Please use good judgement and seek medical attention if needed. Experimental benefits vary by individual.
Gift Options & Packing
All bottles arrive in reusable plastic bags. To gift our brews, we recommend ordering 15 x 250ml bottles and noting "gift box of 15" in your cart notes — a free gift box is available on request for every 15 bottles ordered. We're unable to provide gift boxes for smaller orders, or split boxes (e.g. 7 + 8 in two boxes).
Notes
Add a message in the Notes section at checkout and we'll include it — free birthday cards are also available.
Gift Cards
We also offer Gift Cards that can be redeemed any time, available on our Gift Cards product page.
Bottle Returns & Refills
(Until 30 Sept 2026 only) We accept bottle returns at our store and sanitize them with industrial-grade sanitizer before reuse. Bottles must be cleaned, dried, and left uncapped — wet, damp or dirty bottles with food/liquid residue will be discarded for food safety reasons.
- Store drop-off: Leave bottles outside our store hanging on the door handle.
- Delivery pickup: If you have an existing delivery order, message us first — we may be able to collect empty bottles, but can't make a dedicated trip without an existing order.
Are food-grade, BPA-free PET bottles safe to reuse?
Yes — PET has been extensively tested and is approved for single- and repeat-use as a drink container by the FDA, the European Food Safety Authority, Singapore SFA and other agencies worldwide, with no significant evidence of harmful chemical migration.
Exchange & Return Policy
All orders are strictly non-refundable once placed.
Extenuating circumstances are handled at the our staff's discretion — please contact us and we'll do our very best to help.
As our beverages contain live cultures, slight differences in taste and colour are normal. We generally do not exchange or refund for the following:
- Tartness: everyone's tolerance differs — dilute with water (kombucha) or milk (kefir) to taste.
- Colour differences: live bacteria activity varies batch to batch; taste stays consistent.
- Bulging bottle/cap: normal sign of natural carbonation from live cultures, not spoilage. Chill well before opening; never shake or open at room temperature. Do not attempt to open heavily distended bottles or chia-seed kombucha with distended caps — without covering the caps with a waterproof bag as the chia seeds will spray.
- Chia on the bottle exterior/neck: from hand-filling; not a leak or safety issue — simply shake to mix.
- Overflow/gushing on opening: a sign storage was warmer than ideal, not a safety issue — open with care.
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Consistency - thicker or thinner than preferred / used to (for kefir):
In the case of kefir, the viscosity can vary between thick to thin (-ner than milk) from batch to batch or even within the same batch. - Separation into layers (for kefir): Pls see detailed FAQ below
- Fizzy or flat brews: our brews are raw, unpasteurized, and intentionally prepared fresh and flat — outcome depends on storage.
- Not experiencing expected benefits: our products are not medicine and aren't intended to diagnose or treat conditions; results vary by individual.
Skincare
We use natural materials and organic produce where possible. Please patch test and wait 24 hours before full application; discontinue and rinse with water if irritation occurs.
Delivery & Pickups
Delivery Access, Contact Attempts & Missed DeliveriesPlease read
To keep deliveries fair, timely and safe for every customer, our couriers follow a standard contact-and-drop protocol for every address. This applies equally to all customers and cannot be varied on a case-by-case basis at the doorstep.
What our couriers will do
- Attempt to call and/or text you once, typically 5–30 minutes before arrival.
- Ring the doorbell/intercom or knock once upon arrival.
- If there is no answer within a reasonable window (a few minutes), leave your order at the agreed or most reasonable safe drop point (doorstep, front gate, or riser) and take a photo as proof of delivery — as set out in our delivery terms below.
What our couriers are not able to do
- Wait at your address beyond a few minutes.
- Make repeated phone calls or return later the same day to try again.
- Hand-deliver into your hands as a matter of course — our standard protocol is a contactless doorstep/gate drop with photo proof, not an in-person handover, unless this has been explicitly pre-arranged with our team in writing/WhatsApp before the delivery day.
- Enter private compounds, unlock gates, or wait for remote gate release beyond a single reasonable attempt.
Your responsibility as the customer
- Ensure someone is reasonably reachable by phone/text at the delivery window you selected, or provide clear advance instructions for an alternative drop point.
- Ensure your address, unit number, and any gate/access codes are correct and provided ahead of time.
- If you anticipate access difficulties (e.g. locked gate, guarded landed property, intercom issues), let us know at least one day in advance via WhatsApp so we can plan accordingly — this cannot be resolved at the point of delivery.
Redelivery & repeated failed attempts
Where a delivery fails due to no fault of ours (unanswered door/phone, inaccessible premises, incorrect address, or a customer insisting on terms outside our standard protocol), a redelivery fee applies for any further attempt, even for orders that originally qualified for free delivery. We reserve the right to require full prepayment of the redelivery fee before scheduling another attempt.
Customers with repeated failed delivery attempts, or who require couriers to deviate from the standard protocol above, may be moved to store pickup only for future orders, at our discretion.
Group Deliveries (Fri)
Group Deliveries are subsidized batch deliveries every Friday (or Thursday if Friday is a public holiday). Routes are set by proximity, so we're unable to accommodate specific timing requests for group delivery — personal courier via Grab/Lalamove is available if you need a set time. Estimated arrival window: 1100–2000, weather- and traffic-dependent. This can be narrowed down further on the day of delivery once drivers' routes are set — WhatsApp us on delivery day to request an ETA.
Group delivery costs (after promo prices, brews only)
- $10 for orders below $65
- $7 for orders $65–$107.90
- Free for orders $108 and above
Orders with brews + workshops are fulfilled for pickup on the workshop date (workshop sign-ups don't count toward free delivery). Rates don't apply to Sentosa and Tuas — select delivery method accordingly.
What to expect
- Order by Thursday 6pm for Friday delivery; later orders ship the following Friday (unless personal courier is arranged).
- Non-beverage items ship via standard mail, typically 1–7 business days.
- If you won't be home, let the courier know where to leave your order — a cooler bag/box is recommended, though brews are forgiving for a few hours unrefrigerated. Refrigerate as soon as you're back.
Questions? WhatsApp us at +65 8591 6011.
Pick Ups (Mon–Fri, by appointment only)
As a production kitchen, we don't keep regular retail hours. Please WhatsApp 8591 6011 ahead to arrange your pickup.
Pickup days/times: Mon–Fri, 9am–1pm.
- Minimum 6 bottles for online orders.
- No pickups on public holidays, weekends, or outside these hours.
- One-time reschedule allowed.
- Please WhatsApp your pickup date/time within 2 weeks of ordering — no-shows/no communication after 2 weeks won't be replaced (all orders are strictly non-refundable).
Store Location
183 Jalan Pelikat, #B1-113, Singapore 537643 — between Lobby 3 and 4 of The Promenade @ Pelikat, a 5–10 min walk from Kovan MRT, beside Hougang Ave 1 Park. Parking is free for the first 10 minutes, then 3¢/min. We're open 24/7 for online orders.
Personal Delivery (WhatsApp for a quote)
For delivery Monday–Friday at a timing of your choice (1000–2000):
- Give at least one day's advance notice (same-day may be possible — check with us first).
- Add your preferred timing/day in the cart Notes section, select "Personal Courier" at checkout, then send us a WhatsApp confirmation at 8591 6011.
- Our courier will call/text 5–30 minutes before arriving.
- If you're not around, the order can be left at your doorstep/gate — a photo and signature are collected as proof of delivery.
- Refrigerate as soon as you receive your order.
Delivery Partners (Mon–Fri)
We also partner with major online grocery platforms for weekday deliveries:
Postal Mail — Skincare / Cultures Only
For orders of cultures, skincare, or DIY kits (no brews), your order is prepared within 1–5 business days.
- Pickup: confirm with us via phone/WhatsApp ahead of time.
- Standard mail: via SingPost, typically 5–10 days; contact us if not received after 14 days.
- Mail with tracking (recommended add-on): we'll email you a tracking code.
Orders combined with brews are fulfilled together via our Group Delivery service. Please ensure your address is correct — we're not liable for lost mail after posting if incorrect addresses were provided; tracked mail is highly recommended.
Helpful Info for Mums, Kids, Pets and on Eczema
For Mums & Kids
Can I take kombucha/kefir when pregnant?
If you were already taking probiotics before or during pregnancy, you may continue. If not, we recommend consulting a medical professional first.
Why probiotics can help mums & babies
Probiotic foods are considered beneficial for pregnant and nursing mothers, potentially helping prevent overgrowth of Group B Strep bacteria and supporting nutrient absorption, immunity, and hormonal adjustment. Nursing mums may also pass on benefits through breastfeeding.
Experimental benefits (may vary by individual)
- Relieves allergies, supports skin health
- Improves immune system
- Tranquilizing effect on the nervous system (sleep, mood, focus)
- Improves gut health and intestinal function
- Regulates blood pH, detoxifies the liver, improves energy
Serving sizes for kids
Milk Kefir: 1–2 yrs: 4 tbsp · 2–3 yrs: ~60ml (1/4 bottle) · 3–5 yrs: ~120ml (1/2 bottle) · 5–7 yrs: 1 bottle (250ml)
Kombucha: 1yr+: ~60ml (1/4 bottle) · 3–5 yrs: ~120ml (1/2 bottle) · 5–7 yrs: 1 bottle (250ml)
Is kombucha's caffeine safe for kids?
Kombucha is brewed with black tea, but caffeine breaks down significantly over the ~4-week fermentation, resulting in low-to-negligible levels — generally considered child- and pet-friendly. Sugar content is roughly 2–4% by bottle volume.
Information provided is not intended to diagnose or treat medical conditions; benefits vary by individual.
Pets
Many pet diets are high in processed grains/carbs that break down into sugars, which can fuel yeast and skin issues. Milk Kefir and Kombucha can help support gut flora in pets too — Craft & Culture has served pet parents in Singapore since 2015.
Potential benefits for pets
- Anti-biotic and anti-fungal properties
- Supports digestive balance, especially after antibiotics
- Allergy management, healthier-looking skin
- May help with gas, bloating, and general digestive comfort
How much to feed
- Small dogs/cats: 3 tbsp
- Medium dogs/cats: 5 tbsp
- Large dogs: 7 tbsp
Start with half the recommended dose for the first few days to a week to let your pet's system adjust, then build up gradually.
Serving suggestions
Try mixing kefir or kombucha with fruit (e.g. blueberries) as a treat or blended smoothie, rather than pouring over dry kibble.
Pet-friendly picks
Original Milk Kefir — just 2 ingredients (full cream milk + kefir cultures), no added sugar. Original Black Tea Kombucha — low caffeine after fermentation, ~5% sugar by volume.
Information provided is not intended to diagnose or treat medical conditions; benefits vary by individual.
Allergies & Eczema
Allergies affect roughly 20% of people in developed countries and arise from immune system hypersensitivity — including hayfever, food allergies, eczema (atopic dermatitis), allergic asthma, and anaphylaxis.
Research suggests probiotics may help manage some allergy conditions, since ~70% of the immune system is located in the gut. Studies have pointed to probiotics helping prevent eczema in genetically at-risk children, and supporting atopic dermatitis treatment.
A two-pronged approach
Internally (diet): avoid known trigger foods (consult your physician if unsure) and eat probiotic-rich foods like kefir, kombucha, kimchi, and miso.
Externally (lifestyle): reduce environmental allergens (dust mites, pollen, animal hair), wear natural fabrics, and use natural skincare products where possible.
Other experimental benefits of probiotics
- Supports immune-related wellbeing
- May support mood, sleep, and focus
- Supports gut health and healthy cravings management
- Regulates blood pH, supports liver detoxification, boosts energy
Information provided is not intended to diagnose or treat medical conditions; benefits vary by individual.
Terms & Policies
Purchase, Cancellation, Exchange & Return Policy
Health Disclaimer
Information provided by Craft & Culture is not intended to treat or diagnose physical medical conditions. In the event that any adverse reactions occur, please exercise good judgement and decide if medical attention is required. All experimental benefits listed on www.craftculturesg.com can vary from person to person. Our products are helpful for many but may have no effect on some. We do not provide guarantees of intended results post consumption of our products.
Refund / Return / Cancellation Policy
Cancellation: You may cancel your ala carte order within 24 hours of order via email only.
Subscription cancellation: Subscriptions can only be terminated after the 5th order cycle.
Beverages: As our beverages contain live cultures, please be aware that slight differences in colour and taste are possible, subject to our climate. Unless grossly misrepresented or errors were incurred on our part, all sales are final. That being said, please feel free to let us know if you have an issue and we'll be more than happy to resolve them.
Natural Skin Care Products: We use natural materials in all formulations and organic produce when possible. Before using our natural skin care products, please perform a patch test on your skin and wait 24 hours before full application. If any irritation occurs, rinse generously with water and discontinue use. We offer exchanges for all unused and unopened products and full refunds for all products that cause skin allergies when applied.
Pickup no-shows & last-minute cancellations: All orders are strictly non-refundable. No-shows (no communication of pickups by customer within 2 weeks of order / last-minute cancellations) are non-replaceable. Failure to communicate on a pickup appointment after 2 weeks will automatically fulfil the order. Requests for replacement or refunds will not be provided.
Pickup rescheduling: Craft & Culture permits a one-time reschedule of dates for pickups.
Non-deliveries resulting from recipient's actions: If the recipient is unable to receive the delivery in person or through a proxy in spite of several attempts to contact the recipient, the delivery will be placed in front of the doorstep or gate. In most but not all cases, a photo will be taken and sent to the recipient as proof of delivery. The products are prepared at room temperature and are forgiving at room temperature for several hours without refrigeration. No refunds or exchanges will be made.
Refunds (if applicable): If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 3–5 business days.
Late or missing refunds (if applicable): If you haven't received a refund yet, first check your bank account again. Then contact your credit card company — it may take some time before your refund is officially posted. Next, contact your bank, as there is often some processing time before a refund is posted. If you've done all of this and still have not received your refund, please contact us at support@craftculturesg.com.
Exchanges (if applicable): We only replace items if they are defective, damaged, or made in error on our part. Shipping costs are non-refundable — if you receive a refund, return shipping will be deducted from it. Time for an exchanged product to reach you may vary depending on location.
Terms of Service — Full Text
Overview
This website is operated by Craft & Culture – Kombucha, Kefir & Probiotics Singapore. Throughout the site, the terms "we", "us" and "our" refer to Craft & Culture – Kombucha, Kefir & Probiotics Singapore. Craft & Culture offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.
By visiting our site and/or purchasing something from us, you engage in our "Service" and agree to be bound by the following Terms of Service, including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/or contributors of content.
Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services.
Any new features or tools added to the current store are subject to these Terms of Service. We reserve the right to update, change or replace any part of these Terms by posting updates to our website. It is your responsibility to check this page periodically for changes. Your continued use of the website following any changes constitutes acceptance of those changes.
Our store is hosted on Shopify Inc., who provide us with the online e-commerce platform that allows us to sell our products and services to you.
Section 1 — Online Store Terms
By agreeing to these Terms, you represent that you are at least the age of majority in your state or province of residence, or that you have given us consent to allow any minor dependents to use this site. You may not use our products for any illegal or unauthorized purpose, nor violate any laws in your jurisdiction (including copyright laws). You must not transmit any worms, viruses, or destructive code. A breach of these Terms will result in immediate termination of your Services.
Section 2 — General Conditions
We reserve the right to refuse service to anyone, for any reason, at any time — including, without limitation, where a customer engages in conduct that is abusive, threatening, or harassing toward our staff or delivery partners, or repeatedly fails to comply with delivery access requirements set out in these Terms (see also Section 5 and our Delivery Policy FAQ). (NEW clause added to strengthen the pre-existing general right of refusal.)
You understand that your content (not including credit card information) may be transferred unencrypted and involve (a) transmissions over various networks and (b) changes to conform to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer.
You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service without our express written permission. Headings used in this agreement are for convenience only.
Section 3 — Accuracy, Completeness and Timeliness of Information
We are not responsible if information on this site is not accurate, complete or current. Material on this site is for general information only and should not be relied upon as the sole basis for decisions. This site may contain historical information; we reserve the right to modify site content at any time without obligation to update it.
Section 4 — Modifications to the Service and Prices
Prices for our products are subject to change without notice. We reserve the right to modify or discontinue the Service at any time without notice, and shall not be liable for any such modification, suspension or discontinuance.
Section 5 — Products or Services
Certain products or services may be available exclusively online and may have limited quantities, subject to return or exchange only according to our Return Policy. We have made every effort to display product colours and images accurately but cannot guarantee your monitor's display will be accurate.
We reserve the right to limit sales of products or services to any person, geographic region or jurisdiction, on a case-by-case basis, and to limit quantities offered. Product descriptions and pricing are subject to change at any time at our sole discretion, and we may discontinue any product at any time.
NEW — Fulfilment conditioned on accessible delivery / pickup: Fulfilment of any order by delivery is conditioned on the delivery address being accessible and a recipient (or authorised proxy) being reasonably reachable within the delivery window selected, in accordance with our Delivery Access, Contact Attempts & Missed Deliveries policy. Where these conditions are not met, we reserve the right to treat the delivery attempt as complete for the purposes of any "free delivery" threshold, to charge a redelivery fee for further attempts, and/or to convert the order to store pickup only.
We do not warrant that products, services, information or other material purchased or obtained by you will meet your expectations, or that errors in the Service will be corrected.
Section 6 — Accuracy of Billing and Account Information
We reserve the right to refuse any order, and may limit or cancel quantities purchased per person, household, or order, including orders placed under the same account, credit card, and/or billing/shipping address. We may attempt to notify you of any change or cancellation via the email/phone/address provided at checkout. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.
You agree to provide current, complete and accurate purchase and account information, and to promptly update it so we can complete transactions and contact you as needed.
Section 7 — Optional Tools
We may provide access to third-party tools which we neither monitor nor control. Any use of such tools is entirely at your own risk, and we have no liability arising from your use of them. We may offer new services/features in future, which will also be subject to these Terms.
Section 8 — Third-Party Links
Certain content, products and services available via our Service may include materials from third parties, and third-party links may direct you to sites not affiliated with us. We are not responsible for examining or evaluating, and do not warrant, the content or accuracy of such third-party materials, and are not liable for any harm related to your use of them.
Section 9 — User Comments, Feedback and Other Submissions
If you send us comments, suggestions, proposals, or other materials, you agree that we may, without restriction, edit, copy, publish, distribute, translate and otherwise use them in any medium. We are under no obligation to keep comments confidential, compensate you for them, or respond to them. We may (but are not obligated to) monitor, edit or remove content we determine to be unlawful, offensive, threatening, or otherwise objectionable.
You agree your comments will not violate any third party's rights, and will not contain unlawful, abusive, obscene material, or malware. You may not use a false email address or otherwise mislead us as to the origin of any comments. You are solely responsible for your comments and their accuracy.
Section 10 — Personal Information
Your submission of personal information through the store is governed by our Privacy Policy (see below).
Section 11 — Errors, Inaccuracies and Omissions
Our site may occasionally contain typographical errors, inaccuracies or omissions relating to product descriptions, pricing, promotions, shipping charges, transit times and availability. We reserve the right to correct these, and to change or cancel orders if any information is inaccurate, at any time without prior notice, including after an order has been submitted.
Section 12 — Prohibited Uses
In addition to other prohibitions in these Terms, you are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform unlawful acts; (c) to violate any regulations or laws; (d) to infringe our or others' intellectual property rights; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate; (f) to submit false or misleading information; (g) to upload viruses or malicious code; (h) to collect or track others' personal information; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service.
NEW — Conduct toward staff and delivery partners: This prohibition on harassment and abuse extends expressly to conduct directed at our staff, couriers, and delivery partners in the course of fulfilling your order, whether in person, by phone, by text/WhatsApp, or in writing. A breach entitles us to refuse service, cancel pending or future orders, and take any other action available to us under these Terms, without liability to you.
We reserve the right to terminate your use of the Service for violating any of the prohibited uses.
Section 13 — Disclaimer of Warranties; Limitation of Liability
We do not guarantee that your use of the Service will be uninterrupted, timely, secure or error-free, or that results obtained will be accurate or reliable. We may remove or cancel the Service at any time without notice. Your use of the Service is at your sole risk; the Service and all products/services delivered through it are provided "as is" and "as available", without warranties of any kind, including merchantability, fitness for a particular purpose, and non-infringement.
In no case shall Craft & Culture – Kombucha, Kefir & Probiotics Singapore, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers or licensors be liable for any injury, loss, claim, or direct, indirect, incidental, punitive, special or consequential damages of any kind — including lost profits, lost revenue, lost savings, loss of data, or replacement costs — arising from your use of the Service or any products procured through it, including but not limited to errors or omissions in content, or loss or damage of any kind incurred as a result of use of the Service, even if advised of the possibility of such damages. Where a jurisdiction does not allow exclusion or limitation of liability for consequential or incidental damages, our liability is limited to the maximum extent permitted by law.
NEW — Delivery access, redelivery & refusal of service: Without limiting the foregoing, Craft & Culture shall not be liable for any loss, spoilage, delay, or inconvenience arising from a customer's or recipient's unavailability, refusal to comply with our standard delivery protocol, or failure to provide accessible premises, and reserves the right to charge reasonable redelivery fees and/or decline to fulfil future delivery orders to such customers or addresses, as further described in our Delivery Policy and Return Policy above.
Section 14 — Indemnification
You agree to indemnify, defend and hold harmless Craft & Culture and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns and employees from any claim or demand, including reasonable attorneys' fees, made by any third party due to or arising out of your breach of these Terms or your violation of any law or the rights of a third party.
Section 15 — Severability
If any provision of these Terms is determined to be unlawful, void or unenforceable, that provision shall nonetheless be enforced to the fullest extent permitted by law, and the unenforceable portion shall be severed, without affecting the validity of the remaining provisions.
Section 16 — Termination
Obligations and liabilities incurred prior to termination survive termination of this agreement. These Terms are effective unless and until terminated by either party. If we suspect you have failed to comply with any provision, we may terminate this agreement at any time without notice, and you remain liable for all amounts due up to the date of termination; we may also deny you access to our Services.
Section 17 — Entire Agreement
Our failure to exercise or enforce any right or provision of these Terms does not constitute a waiver of that right or provision. These Terms and any policies posted by us constitute the entire agreement between you and us regarding the Service, superseding any prior agreements or communications. Ambiguities in interpretation will not be construed against the drafting party.
Section 18 — Governing Law
These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of Singapore. (Corrected from an address to the governing jurisdiction — recommend legal confirmation.)
Section 19 — Changes to Terms of Service
You can review the most current version of these Terms at any time on this page. We reserve the right, at our sole discretion, to update, change or replace any part of these Terms by posting updates to our website. It is your responsibility to check periodically for changes; continued use of the website or Service after changes are posted constitutes acceptance of those changes.
Section 20 — Contact Information
Questions about the Terms of Service should be sent to us at support@craftculturesg.com.
Privacy Policy — Full Text
Last updated: August 26, 2026
This Privacy Policy describes our policies and procedures on the collection, use and disclosure of your information when you use the Service, and tells you about your privacy rights and how the law protects you. We use your personal data to provide and improve the Service. By using the Service, you agree to the collection and use of information in accordance with this Privacy Policy.
Definitions
- Account means a unique account created for you to access our Service.
- Affiliate means an entity that controls, is controlled by, or is under common control with a party.
- Company ("we", "us", "our") refers to Craft & Culture Pte Ltd, 183 The Promenade @ Pelikat, Jalan Pelikat.
- Cookies are small files placed on your device by a website.
- Country refers to Singapore.
- Device means any device that can access the Service.
- Personal Data is any information relating to an identified or identifiable individual.
- Service refers to the Website.
- Service Provider means any person/entity that processes data on our behalf.
- Third-Party Social Media Service refers to any site through which a user can log in or create an account to use the Service.
- Usage Data refers to data collected automatically through use of the Service.
- Website refers to Craft & Culture, accessible from www.craftculturesg.com.
- You means the individual accessing or using the Service.
Types of Data Collected
Personal Data: email address; first and last name; phone number; address/postal code; usage data.
Usage Data: collected automatically, including your device's IP address, browser type/version, pages visited, time and date of visit, time spent on pages, unique device identifiers, and other diagnostic data. When accessed via mobile, we may also collect device type, unique device ID, mobile IP address, operating system, and mobile browser type.
Information from Third-Party Social Media Services: we allow account creation/login via Google, Facebook, Instagram, Twitter, and LinkedIn. If you register this way, we may collect data already associated with that account, such as your name, email address, and activities, subject to your permissions.
Tracking Technologies and Cookies
We use cookies and similar tracking technologies (beacons, tags, scripts) to track activity and improve the Service. You can instruct your browser to refuse cookies, though some parts of the Service may not function without them. We use:
- Necessary/Essential Cookies (Session) — required to authenticate users and prevent fraudulent use of accounts.
- Cookies Policy/Notice Acceptance Cookies (Persistent) — identify whether users have accepted cookie use.
- Functionality Cookies (Persistent) — remember choices such as login details or language preference.
Specific cookies used: _session_id (sessional — stores session info such as referrer/landing page); _shopify_visit (30 min — tracks visit counts); _shopify_uniq (expires midnight next day — counts visits per customer); cart (2 weeks — stores cart contents); _secure_session_id (sessional); storefront_digest (indefinite — determines password-protected shop access).
Use of Your Personal Data
We may use Personal Data to: provide and maintain the Service; manage your Account; perform our contract with you (e.g. fulfil purchases); contact you regarding updates or service-related communications; provide news, offers and information about similar goods/services (unless you opt out); manage your requests; evaluate or conduct business transfers (mergers, restructuring, asset sales); and for other purposes such as data analysis, identifying usage trends, and improving our Service, products and marketing.
We may share your information: with Service Providers (to monitor/analyse Service use and contact you); in connection with business transfers; with Affiliates (bound by this Policy); with business partners (to offer products/services/promotions); with other users (where you interact publicly, e.g. through reviews); and with your consent, for any other purpose.
Retention of Your Personal Data
We retain Personal Data only as long as necessary for the purposes in this Policy, including to comply with legal obligations, resolve disputes, and enforce our agreements and policies. Usage Data is generally retained for a shorter period, except where needed for security or functionality, or where we are legally required to retain it longer.
Transfer of Your Personal Data
Your information may be processed at our operating offices and any other locations where processing parties are located, which may be outside your jurisdiction. Your consent to this Policy, followed by submission of information, represents agreement to that transfer. We take reasonable steps to ensure your data is treated securely in accordance with this Policy, and that no transfer takes place without adequate controls in place.
Delete Your Personal Data
You have the right to request that we delete Personal Data we've collected about you. You may update, amend or delete your information via your Account settings, or by contacting us directly, subject to any legal obligation we may have to retain certain information.
Disclosure of Your Personal Data
Business Transactions: if we are involved in a merger, acquisition or asset sale, your data may be transferred; we will provide notice before it becomes subject to a different Privacy Policy.
Law enforcement: we may be required to disclose your data if required by law or in response to valid requests by public authorities.
Other legal requirements: we may disclose your data where we believe in good faith it is necessary to comply with a legal obligation; protect and defend our rights or property (including against fraudulent, abusive, or unlawful use of our Service); prevent or investigate wrongdoing in connection with the Service; protect the personal safety of users or the public (including our staff and delivery partners); or protect against legal liability.
Security of Your Personal Data
We take reasonable, industry-standard precautions to protect your Personal Data, but no method of transmission or storage is 100% secure, and we cannot guarantee absolute security.
Children's Privacy
Our Service does not address anyone under the age of 13, and we do not knowingly collect personal data from children under 13. If we become aware that we have done so without parental consent, we will take steps to remove that information. Where consent is required as a legal basis and your country requires parental consent, we may require it before collecting your information.
Links to Other Websites
Our Service may link to third-party sites not operated by us. We have no control over, and assume no responsibility for, the content, privacy policies or practices of any third-party sites or services.
Changes to this Privacy Policy
We may update this Privacy Policy periodically. We will notify you by posting the new Policy on this page and updating the "Last updated" date, and via email and/or a prominent notice where required. Continued use of the Service after changes constitutes acceptance.
Contact Us
Questions about this Privacy Policy can be sent to us by email at support@craftculturesg.com, or by mail to Craft & Culture – Kombucha, Kefir & Probiotics Singapore, Re: Privacy Compliance Officer, 183 Jalan Pelikat, B1-113, Singapore 537643.
Workshop Policy
General Policy
Each class requires a minimum number of persons to run. If the participation rate is not met within 48 hours of the class date, Craft & Culture reserves the right to offer rescheduling or cancel the class, with advance notice and a full refund to each registrant. We reserve the right to alter the menu or change the instructor if necessary. Products shown in images may vary from actual products depending on raw material availability.
Payment Policy
Payment is captured in full at the time of registration to secure a spot. It is the client's responsibility to be aware of the date and time of a class. A registration notification is sent to the email associated with your account; Craft & Culture is not responsible if you do not receive this or have entered your email incorrectly.
Cancellation & Rescheduling Policy
Should Craft & Culture need to reschedule or cancel a workshop due to unforeseen circumstances, participants will be informed via text/email and may choose a full refund or store credit. There are strictly no refunds after purchase once minimum class participation is met. Participants who feel unwell (cold, cough, fever) are advised to stay home — please email support@craftculturesg.com for assistance.
Proxy: While we cannot offer credit, exchanges or refunds for last-minute illnesses, work conflicts, personal emergencies, or events beyond your control, you may send someone in your place — simply email us their name and mobile number. Class spots are fully transferable. Failure to attend a registered class without a proxy will not be exchanged or made up. If purchasing as a gift, please share this cancellation policy with the recipient, as it still applies.
Participation Policy
Light cleaning and washing will be done by participants during and at the end of class as instructed by the workshop leader. Participants must bring their own bags to take ferments home — bags will not be provided.
Privacy Policy
Your personal contact details are kept confidential and private. Photography or videography may be taken during the workshop for training and marketing purposes.
Allergy Policy
While we strive to provide a safe experience, Craft & Culture is not allergen-free — potential trigger foods may be present and served on premises.
Please inform us of dietary restrictions at checkout. We will endeavour to accommodate special requests where possible. Participating with a known allergy means agreeing to hold Craft & Culture harmless for any allergy-induced reaction. Anyone with anaphylaxis risk must bring their own treatment and be prepared to self-administer if required.
Children Policy
We host kids and young adults in classes specifically geared toward ages 12 and up. Kids under 12 must be accompanied by an adult, as we do not offer drop-off programming. Tweens and young adults are welcome to register for our regular classes.
Common FAQ's
I won't be at home in time for my delivery. What should I do?
Please plan ahead using one of these two options — this cannot be arranged with the courier at the point of delivery:
1. Let us know in advance where to leave your order
Our courier will call/text once, 5–30 minutes before arriving. If you're not home and don't answer, per our standard protocol your order will be left at your doorstep, front gate, or riser, with a photo sent to you as proof of delivery.
- If you have a cooler box/bag, ask the courier to place the brews inside.
- If not, no worries — our brews are fermented at room temperature and are forgiving unrefrigerated: Kombucha up to 3 days, Kefir up to 10–12 hours. Just refrigerate as soon as you're back.
2. Arrange a different time or pickup ahead of time
Message us at least a day in advance via WhatsApp (+65 8591 6011) to arrange a personal courier timing that works for you, or switch to store pickup (Mon–Fri, by appointment).
What if I insist my order be handed to me personally, or that the courier keep calling/waiting at my convenience?Please read
We understand some customers would prefer an in-person handover, but for the safety and fairness of all customers on a delivery route, our couriers follow one consistent protocol (see above) and are not authorised to deviate from it at the doorstep — this includes waiting beyond a few minutes, making repeated calls, or personally handing over an order against standard procedure.
If a courier is asked to deviate from this protocol, they will politely decline and proceed according to our standard terms (leaving the order at a safe drop point with photo proof, or returning it if there is no safe/accessible drop point). This is not a decision made by the courier personally — it is company policy that applies equally to every address.
Customers who require different handling should arrange this with our team in advance (see "Personal Delivery" above) — not at the point of delivery.
We reserve the right to charge redelivery fees, move a customer to pickup-only fulfilment, or decline future orders where this is not respected, or where our delivery staff are treated abusively or rudely.
See our full Terms & Policies above.
When / what time will my delivery arrive? When can I do a store pickup?
Group Delivery (Fri): estimated arrival window is 1100–2000, weather- and traffic-dependent. This can be narrowed down further on the day of delivery once drivers' routes are set — WhatsApp us on delivery day to request an ETA.
Personal Delivery (Mon–Fri, WhatsApp for a quote): arrives within your chosen window between 1000–2000. The courier will call/text 5–30 minutes before arriving.
Store Pickup: Mon–Fri, 9am–1pm, by appointment only — please WhatsApp +65 8591 6011 ahead of time to arrange a slot. No pickups on public holidays, weekends, or outside these hours.
May I get my deliveries/pickups at a specific (earlier/later) time and day (other than Friday)?
Yes, for more flexibility:
- Personal Courier: choose your own day (Mon–Fri) and a timing window between 1000–2000 — WhatsApp us at least a day ahead to arrange.
- Delivery Partners: order via Redmart/Lazada, Shopee, or FairPrice Online for Monday–Friday delivery on their own schedules.
- Store Pickup: Mon–Fri, 9am–1pm, by appointment.
Group Delivery is fixed to Fridays (or Thursday if Friday is a public holiday) with no timing exceptions, as routes are set by proximity to keep costs low.
Do you provide ice packs/cooler bags/styrofoam boxes?
Our brews are prepared and stored in temperature-controlled conditions right up to delivery, and are stable at room temperature for several hours afterward — this is exactly why we're able to deliver without cold trucks or ice packs. As such, we don't provide ice packs, cooler bags, or styrofoam boxes as standard with delivery orders.
If you have your own cooler bag or box at home, you're welcome to instruct the courier to place your brews inside on arrival. Otherwise, simply refrigerate your order as soon as you're able to after it's delivered.
Do your brews contain added sugar? Are there any brews suitable for diabetics?
Sugar is part of the fermentation process itself — our cultures consume most of the starting sugar as they ferment, and what remains in the finished bottle is relatively low: kombucha is roughly 2–5% sugar by bottle volume, depending on the brew. Our Original Milk Kefir is made with just two ingredients (full cream milk and kefir cultures) and has no added sugar beyond what's naturally in the milk.
We're not able to make specific recommendations for diabetics or other medical dietary needs — our products are not medicine and aren't intended to diagnose, treat, or manage any health condition. If you're managing diabetes or another condition, please check with your doctor before adding kombucha or kefir to your diet, and consider our lower-sugar or unflavoured options if you do.
Are Kefir and Kombucha Halal?
Like all fermented foods, both kombucha and milk kefir naturally produce a small amount of alcohol as a by-product of fermentation — typically well under 0.5% ABV, similar to what's found in foods like ripe fruit, bread, or fruit juice. Our products are not currently Halal-certified.
If Halal certification is important to you, we'd encourage you to make your own informed decision based on this information, or to check with your own religious guidance, before consuming our products.
How do I prevent my brews from overflowing?
Overflow happens when natural carbonation builds up faster than usual — almost always because a bottle was stored warmer than our ideal 2–4°C. A few simple habits prevent it:
- Refrigerate your brews as soon as you receive them, ideally at a consistent 2–4°C (see our Storage FAQ for full guidelines).
- Never store in a wine chiller/wine room — these run warmer (~10–15°C) and cause rapid gas buildup.
- Chill bottles thoroughly before opening, especially if a cap looks bulging or distended.
- Never shake a bottle vigorously before opening.
- Open slowly and with care over a sink, ideally enclosed in a plastic bag if the cap is very distended, to catch any spray.
Is this normal? My Kombucha is fizzy!
Yes, this is completely normal. Unlike pasteurised, shelf-stable brands, our kombucha is raw, unpasteurised, and intentionally prepared fresh and flat at the point of delivery. The live cultures continue to respire and produce natural carbonation over time — how fizzy your bottle becomes depends entirely on how it's been stored after delivery (warmer storage = more fizz, faster). See our Storage FAQ for full guidelines on keeping it at your preferred fizziness.
Is this normal? My kombucha is not fizzy!
Yes, completely normal. Our kombucha is prepared and delivered flat by design, since it's a raw, living product rather than an artificially carbonated one. If you'd like more fizz, simply leave the bottle at room temperature for a little longer, or store it slightly warmer than our ideal 2–4°C fridge setting (check in periodically, as this will speed up carbonation) — see our Storage FAQ for details.
Is this normal? My Kombucha (with chia seeds) / Kefir is clumpy.
Yes. For chia-seed kombucha, our production team fills chia by hand, and static can leave some seeds clumped at the neck or sides of the bottle — this isn't a leak or a safety issue. Simply shake gently to mix; chia is fine to consume whether clumped, wet, or dry.
For milk kefir, natural clumping (curds forming in the liquid) is a normal part of live culture activity, especially if the bottle has been undisturbed for a while. Give it a gentle shake before drinking to recombine.
Is this normal? My Milk Kefir separated into 2 layers / is runny
Yes, very normal. This is a normal sign of an active, live culture — milk kefir is naturally made up of a thicker layer (curd) and a thinner, more liquid layer (whey).
In fact, this is what we look out for to determine that the milk has been fully fermented. This does not mean the product has gone bad. Simply shake gently to recombine before drinking. As a heads up, when left undisturbed in the fridge, kefir separation will result with time.
The consistency of kefir varies from batch to batch and even within the same batch. It can be range from viscous thick to thiner than milk. This is not an indicator that it has spoiled. The low pH of kefir keeps it from going bad quickly (unlike milk) and contributes to its long shelf life of 4-6 weeks.
Is this normal? My Kefir is fizzy!
Yes. Like our kombucha, milk kefir is a raw, living product, and its live cultures continue to ferment after delivery. Fizziness simply means fermentation has progressed further, usually because the bottle spent more time at room temperature or a warmer fridge setting than our ideal 2–4°C.
It remains safe to drink — chill thoroughly and open with care, without shaking, as described in our Storage FAQ.
Are food grade, BPA-free PET bottles safe: to use / reuse / transport / placed outside my delivery address?
Yes. PET has been extensively tested, with no significant evidence of harmful chemical migration from the plastic into the contents. PET is approved for both single-use and repeat-use as a drink container by the FDA, the European FSA, Singapore SFA and other health and safety agencies worldwide.
If you strongly believe otherwise, please do not purchase our products.
We will not provide pickups, exchanges, refunds or credits for claims that are not supported by Singapore's Food Agency (SFA) and Ministry of Health (MOH).
Once you're done, please consider returning your bottles to us (scheme in effect until 30 Sept 2026 only) — see our Bottle Returns & Refills FAQ under General Information for how that works.
Can I freeze my Kombucha / Kefir?
Yes. The viability, nutritional properties remain unchanged and the brews are safe to consume. There is no texture change for freezing kombucha.
For kefir, freezing causes dense clumping that can only be smoothed out only with a blender. Even after blending, the consistency will also be runnier than before freezing.
Have another question?
We're always happy to help! Reach out via WhatsApp at +65 8591 6011, or email us at support@craftculturesg.com.